Strip away the promotion, the hype and the glitz! When it comes down to it, credibility is what makes or breaks a relationship and that feeling of trust and rapport is essential. In this issue, we discuss ways to optimize your organization’s credibility and better ensure that your customer relationships will last.

To Drive Customer Service Credibility, Start at the Top
By Catherine Baumgardner, CHG Associate

Ever wonder why customer service is so great in one environment, but so poor in another?

When you think about it, hospitals are pretty similar in their reasons for being. Everyone, regardless of geography, strives to provide high-quality, cost-effective care, and be the provider of choice as well as the employer of choice. If so many have the same goal, then why is the experience often so different? >> Read Full Article

What Marketing Tools Should I Use?:
Techniques for Enhancing Credibility in Physician Relations
By Kriss Barlow, CHG Senior Consultant

I still remember the meeting with the physician several years ago when he said, “I wish they’d quit spending money on all these fancy brochures to get business from me and just hire another nurse . . . ”

Since then, I’ve heard various renditions on the same theme and it’s caused me to do some serious evaluation of the type of tools needed to assist with physician communication. It begs the question, ‘Can marketing materials and solutions in the toolkit both enhance and detract from our credibility?” The answer, of course, is yes. >> Read Full Article

CHG Case Study: New Initiatives Help Physician Call Center Gain Internal Credibility

When Dartmouth-Hitchcock Medical Center (DHMC) in Lebanon, NH, introduced its Physician Connection Line five years ago, reactions were mixed.

The call center was meant to provide a more efficient way to connect referring physicians with DHMC scheduling secretaries in their respective departments, or sections. But a quiet introduction, combined with a lack of education about the line, meant that some of the people the service was meant to help—both internally and externally—were instead confused about why a new group of people was taking these calls. >> Read Full Article